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Suggestions, compliments and complaints

The Immunisation Advisory Centre (IMAC) welcomes all feedback, including suggestions, compliments and complaints.

If you have a concern about a service you have received, please let us know. Receiving feedback gives us an opportunity to improve our service.

If you have a complaint about a service you received, you can:

  • Speak to those who provided the service as often speaking to the person can resolve the concern 
  • Complete the online form 

Alternatively you can email or phone the IMAC General Manager at:

Email: loretta.imac@xtra.co.nz

Phone: 027 441 9727 between 8:30am and 5pm Monday to Friday.

If you have a compliment or suggestion, please complete the form below and we will forward it to the relevant person.

You can use the same online form below to:

  • send us a suggestion
  • compliment our staff
  • make a formal complaint

Tell us what you think

What can you complain about?

A complaint can be made about any service provided by IMAC.

Who can make a complaint?

Anyone can make a complaint about the service they have received.

Complaints can also be made by another person on your behalf. In these situations we may need to contact you to get your consent.

What do we do about a complaint?

All complaints are treated confidentially. Please be assured that making a complaint will not adversely affect any service you receive in the future. Your complaint will only be discussed with the people directly involved.

Your complaint will be acknowledged within 5 working days and we will try to resolve your complaint within 20 working days.

If more than 20 working days are needed to investigate and resolve the complaint, we will inform you. You will also be informed in writing (no less than every 20 working days) about the progress of the complaint. We take all complaints seriously.

Support available when making a complaint

If you need support or help when making a complaint, you can contact the Nationwide Advocacy Service. This free service offers advice and support throughout the complaints process.

Phone: 0800 555 050

Email: advocacy@hdc.org.nz

 

Complaints not resolved

If you believe your complaint has not been resolved please contact us again so we can work with you to find a satisfactory conclusion.

You can also contact the Health and Disability Commissioner:

Phone: 0800 11 22 33

Email: hdc@hdc.org.nz

Last updated: Jan 2018